CSX - Manager, Contact Center Transformation Strategy&
About the Role
At PwC, our people in customer consulting specialise in providing consulting services focused on customer-related strategies and initiatives. These individuals analyse client needs, develop customer-centric solutions, and offer guidance and support to help clients enhance their customer experience and drive business growth. In this role, you will specialise in providing consulting services focused on enhancing the overall customer experience by analysing customer touchpoints, designing customer journey maps, and helping clients create seamless and personalised experiences that drive customer satisfaction, loyalty, and advocacy.
You will enhance your leadership style by motivating, developing, and inspiring others to deliver quality. You are responsible for coaching, leveraging team members’ unique strengths, and managing performance to meet client expectations. With your growing knowledge of how business works, you will identify opportunities that contribute to the success of our firm. You are expected to lead with integrity and authenticity, articulating our purpose and values meaningfully while embracing technology and innovation.
Responsibilities
- Foster stronger client relationships to drive successful outcomes
- Mentor junior staff to develop their skills and capabilities
- Analyze and implement process improvements for better effectiveness
- Collaborate with stakeholders to design impactful omnichannel strategies
- Maintain elevated standards of project delivery and client satisfaction
- Utilize diagnostic insights to inform strategic decision-making
- Take ownership of projects, ensuring successful planning, budgeting, execution, and completion
- Partner with team leadership to ensure collective ownership of quality, timelines, and deliverables
- Develop skills outside your comfort zone and encourage others to do the same
- Effectively mentor others and use work reviews to deepen team expertise
- Address conflicts or issues, engaging in difficult conversations with clients, team members, and stakeholders, escalating where appropriate
- Uphold and reinforce professional and technical standards, the firm’s code of conduct, and independence requirements
Requirements
- Bachelor’s Degree
- 5 years of consulting and/or industry roles within customer service/contact center operations
Qualifications
- Master’s Degree in Business Administration (preferred)
- Experience with omnichannel customer service strategies
- Knowledge of CCaaS, AI/automation, and contact center technologies
- Proven ability to build client relationships and deliver innovative solutions
- Proficiency in data analysis and customer service performance measurement
- Demonstrated ability to mentor junior team members
- Experience enhancing team capability through coaching and development
- Leadership in digital transformation initiatives
- Analytical skills to identify linkages and interactions within complex systems
Pay
The salary range for this position is $99,000 - $232,000. Actual compensation within the range will be dependent upon skills, experience, qualifications, and location, in accordance with applicable employment laws. All hired individuals are eligible for an annual discretionary bonus.
Benefits
PwC offers a wide range of benefits, including medical, dental, vision, 401k, holiday pay, vacation, personal and family sick leave, and more. To view benefits at a glance, visit https://pwc.to/benefits-at-a-glance.
Schedule
Full time with up to 80% travel requirements.